Escalation Manager

Job Summary

Guiding critical enterprise account crises to resolution, the full-time Escalation Manager will own the lifecycle of high-stakes escalations, bridging the gap between Go-To-Market teams and technical organizations while optimizing cross-team collaboration in a remote environment.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the single point of contact for enterprise account crises and driving cross-functional alignment
• Act as a strategic liaison between Go-To-Market teams and technical organizations, translating complex technical challenges into actionable insights
• Decisively mobilize resources in ambiguous situations, assessing impacts and deploying necessary support without executive intervention

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, Incident Management, or Technical Program Management within a B2B SaaS environment
• Technical literacy to navigate discussions regarding platform reliability, system architecture, and APIs
• Exceptional communication skills to convey complex technical challenges to non-technical stakeholders
• Demonstrated ability to influence cross-functional teams and stakeholders without formal authority
• A history of identifying and addressing underlying process or product gaps to prevent future incidents